Vice President CRM

4 weeks ago

Mumbai, Maharashtra, India SearchLight HR Full time

Job Title: Vice President – CRM (Technology)

Location: Mumbai

Department: Technology / Product Management

Reports To: CEO

Role Overview:

We are seeking an experienced VP – CRM (Technology) to lead our CRM Product function. The ideal candidate will be a product-focused CRM expert (not engineering-heavy), with a strong background in CRM strategy, product lifecycle management, and business collaboration. This individual will work closely with business heads, sales, marketing, and operations teams to enhance our CRM capabilities, improve customer experience, and drive adoption across the organization.

Key Responsibilities:

  • Product Strategy & Roadmap
  • Define and own the CRM product vision, strategy, and roadmap, aligning with business goals and customer needs.
  • Evaluate new CRM features, integrations, and tools to enhance customer lifecycle management.
  • Cross-functional Collaboration
  • Work closely with Business Heads, Sales, Marketing, and Customer Success teams to gather requirements, understand business needs, and translate them into product enhancements.
  • Act as a bridge between technology and business teams to ensure smooth communication and execution.
  • Team Leadership & Management
  • Lead and mentor a team of Product Managers, Analysts, and CRM specialists.
  • Foster a culture of innovation, collaboration, and accountability within the team.
  • Implementation & Delivery
  • Oversee CRM customization, configuration, and integrations to meet organizational needs.
  • Manage vendor relationships (if using third-party CRM solutions like Salesforce, Zoho, LeadSquared, etc.).
  • Performance & Optimization
  • Monitor CRM performance, user adoption, and overall effectiveness.
  • Drive data-driven decisions to improve CRM functionality and business outcomes.
  • Stakeholder Engagement
  • Collaborate with senior leadership to identify opportunities for CRM-driven business growth.
  • Present product updates, KPIs, and ROI reports to the leadership team.

Required Skills & Competencies:

  • Strong expertise in CRM product management, ideally with exposure to platforms like Salesforce, Zoho, LeadSquared, or other leading CRM systems.
  • 10-15+ years of experience in product management / technology leadership, with at least 5 years in CRM domain.
  • Proven ability to manage and scale teams across multiple functions.
  • Exceptional ability to collaborate with business leaders and convert business needs into CRM solutions.
  • Solid understanding of customer lifecycle management, lead nurturing, and automation workflows.
  • Strong project management skills with experience in Agile methodologies.
  • Excellent communication, stakeholder management, and problem-solving skills.

Preferred Background:

  • Prior experience working in leading CRM product companies such as Salesforce, Zoho, LeadSquared, Freshworks, or similar.
  • Exposure to SaaS / B2B product environments.
  • Familiarity with data analytics, BI tools, and AI-driven CRM features is a plus.

Educational Qualifications:

  • Bachelor's or Master's degree in Technology, Computer Science, or related field.
  • MBA or equivalent management qualification is a plus.

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